Connecting artificial intelligence to value creation in services: mechanism and implications

Minjun Kim ()
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Minjun Kim: Kumoh National Institute of Technology

Service Business, 2023, vol. 17, issue 4, No 2, 878 pages

Abstract: Abstract Artificial intelligence (AI) is transforming services by providing personalized solutions, enhancing customer experience, and reducing operational costs. To tackle the challenges posed by the extensive and diverse literature on AI services, a comprehensive review was conducted using text mining techniques on journal articles. Twelve key research topics were identified, and the enabler–interface–business framework was developed. In addition, a value creation mechanism for AI services consisting of 6Cs (i.e., connection, collection, and computation, communication, control, and co-creation) was proposed. The study provides a complete overview of AI services, facilitating academic discussion and industrial transformation.

Keywords: Artificial intelligence; Service innovation; Literature review; Text mining; Machine learning; Data driven (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s11628-023-00547-7

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